Abanob Naom

Senior IT Helpdesk with 8 years of experience in enterprise IT support, infrastructure management, and telecom environments. Strong expertise in Windows Server 2016, Active Directory, Microsoft 365, Azure Active Directory (Entra ID), Linux (Red Hat Enterprise Linux & CentOS), networking (Cisco & Juniper), and ITSM platforms. Proven experience leading L2/L3 support operations, managing escalations, improving SLA performance, mentoring engineers, and optimizing IT service delivery.

Skilled in hybrid infrastructure support (Windows & Linux) and enterprise security best practices.

IT Integration Engineer at Ericsson Egypt (2022-01 – 2025-01)

Streamlined IT support processes through automation and scripting expertise, improving operational efficiency and service delivery.

• Streamlined IT support processes by automating operational tasks with Bash and various scripting tools.
• Enhanced system efficiency and reduced manual errors through effective automation solutions.
• Developed scripts that improved response times for support requests, leading to increased user satisfaction.
• Collaborated with cross-functional teams to identify repetitive tasks suitable for automation, resulting in a more agile support environment.
• Leveraged scripting expertise to troubleshoot and resolve technical issues swiftly, contributing to overall team productivity.
• Continuously evaluated automation opportunities to optimize workflows and enhance service delivery in IT support.

IT Support Engineer at Ericsson Egypt (2020-01 – 2022-01)

Administered Windows Server and Active Directory infrastructure, managed network equipment, and provided enterprise IT support for large user base.

• Administered and optimized Windows Server 2016 and Active Directory Domain Services, enhancing system performance and security.
• Managed and troubleshot Cisco and Juniper switches, ensuring network reliability and efficiency.
• Supported Palo Alto GlobalProtect VPN, facilitating secure remote access for over 2000 users.
• Utilized BMC Remedy for effective incident, service request, and escalation management, improving response times.
• Provided support for Microsoft Dynamics 365 (CRM) and Power Apps solutions, driving user adoption and satisfaction.
• Achieved and maintained SLA compliance, consistently optimizing ticket resolution times.
• Mentored junior support engineers, fostering skill development and enhancing team performance.

Technical Support Engineer at Interact Technology Solutions (2018-01 – 2020-01)

Championed business continuity initiatives and maintained critical system availability through proactive monitoring and incident response optimization.

• Championed business continuity initiatives, resulting in a 99.9% system uptime.
• Proactively monitored and resolved technical issues to maintain high availability of critical systems.
• Streamlined incident response processes, reducing resolution time by 30%.
• Collaborated with cross-functional teams to implement robust backup and disaster recovery solutions.
• Conducted regular system audits and performance assessments to identify and mitigate potential risks.
• Provided expert technical support and guidance to end-users, enhancing overall user satisfaction.
• Developed and maintained comprehensive documentation for troubleshooting and system configurations.

Bachelor's degree in Electronics and communications engineering – Medina Academy University (2015-01)